Team Lead, Qualifications

Synapse Health | Who We Are

With the collective efforts of our epic team members, we’re trailblazing a new path in the DME industry. Synapse Health was founded in 2016 with a goal to fix the fractured DME ecosystem and completely transform the industry. Built on decades of industry and leadership experience, we’ve launched tech-based solutions that eliminate age-old DME headaches, resulting in a seamless experience for all. We are proud to offer work that matters, on a mission that matters. 

Intrigued? Learn more at SynapseHealth.com and on Synapse Health’s LinkedIn Page.

What We Need:  

As a member of the Customer Connect Center (CCC), you will be the voice of the company as you interact with our customers. As a specialist, you will be responsible for reviewing, editing and maintaining all medical documentation. This role will perform audits to ensure the organization is adhering to guidelines and that orders are being processed in the most efficient and “clean” way as possible. The Qualifications Specialists will interact regularly with physician office staff and at times, the physicians themselves. Having the ability to quickly read/assess medical documentation is vital in this role.  

As a Team Lead, Qualifications, you will have the opportunity to mentor and coach specialists within the department, represent the department on process improvement projects and provide coverage for managers as needed. This role does not have direct reports but would be seen as a potential successor for future management positions. 

What You Will Do:  

• Manage referrals, including obtaining all required clinical information within established timelines. 
• Responsible for recording all incoming orders in the medical record systems and handling the precertification and recertification process for Durable Medical Equipment (DME). 
• Responsible for understanding insurance provider guidelines. 
• Perform routine audits to ensure the accuracy of patient medical files and identify errors or issues by analyzing medical records and documents.  
• Responsible for coordinating medical record requests with referral sources & providers offices and contact referral sources when additional documentation or clarification is required. 
• Prepare and convert paper documentation into electronic copies to be stored in the organization's electronic document storage management system.  
• Maintain policies & procedures for documenting, storing & retrieving information and for processing medical & legal documents, insurance data and correspondence requests in conformance with federal, state and local statutes.  
• Answers inquiries relating to information contained in patients' charts.  
• Understand health plan guidelines and authorize services accordingly. 
• Run insurance cost estimate, collection of patient responsibility if applicable and explanation of rental/purchase options.  
• Present and explain provider of records documents and product education information to consumer, push out for signature. 
• Develops educational materials and conducts instructional programs for health care personnel.  
• Partner with Training & Quality Specialists to mentor and coach specialists within the department. 
• Represent the qualification team on departmental and cross-functional projects related to improved customer experience, qualification department effectiveness and elevating the overall employee experience at Synapse Health.  
• Provide team management coverage as needed (interim basis, this role does not have direct reports).  
• Work collaboratively with other leaders across the other department verticals on special projects and/or tasks. 
• Assist leadership with driving department KPI goals and readily identify gaps and opportunities for improvement. 
• Assist leadership and compliance team with any escalated patient/member issues, concerns and complaints.  
• Monitors volume of orders, requests and follow up tasks to ensure appropriate workload is balanced across the team. 
• Conduct Daily Quick Huddles (DQH), as needed, to discuss important updates, any specific call out for follow up needed, change in workload due to volume and/or staffing challenges and answer any questions the team may have regarding order processing. 
• Perform other job duties as assigned. 

What You Have:   

At Synapse Health we’ve intentionally built a culture of kindness, collaboration and creativity, and we consider those qualities to be table stakes for any new team member. Additional requirements include: 

• 4+ years' recent experience in the healthcare equipment or durable medical equipment (DME) industry in the customer service and qualification department, DME logistics & transition role or any other related experience. 
• Proficient in MS Office applications and ability to learn department and job-specific software systems. 
• Demonstrate organizational skills. 
• Demonstrate effective verbal and written communication skills. 
• Demonstrate analytical skills when problem-solving. 
• Demonstrate high attention to detail and a high degree of accuracy. 

What Sets You Apart:  

• Customer Focus: Building strong customer relationships and delivering customer-centric solutions. 
• Communicates Effectively: Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences. 
• Nimble Learning: Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodder. 
• Action Oriented: Taking on new opportunities and tough challenges with a sense of urgency, high energy and enthusiasm. 
• Optimizes Work Processes: Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement. 
• Tech Savvy: Comfortable navigating, learning and adopting new technologies. 

Compensation:

The pay range for this position is $20–$27 per hour. This range reflects the anticipated compensation at the time of posting. Final compensation will be based on factors such as relevant experience, demonstrated skills, internal equity, and prevailing market conditions. Compensation discussions are encouraged throughout the hiring process.

What Sets Us Apart

It’s no secret that most of us work to provide for ourselves and those we love, but just because we have to work, doesn’t mean we can’t enjoy it. In fact, at Synapse Health, we insist on it! We want our team members to thrive personally and professionally, which is why our benefits include: 

• Professional growth opportunities with compelling career paths
• Healthy work-life balance culture with paid time off (PTO)
• Medical, dental and vision insurance for full-time team members
• 401K savings plan with employer contribution match

Synapse Health is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

Synapse Health, Inc will never request personal or sensitive information during the recruitment process. Please see our Careers Page for more information to protect yourself from scammers and to learn more about our recruitment process.